Conceptualization of External Knowledge Reverse Flows

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F17%3A00107136" target="_blank" >RIV/00216224:14560/17:00107136 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
Conceptualization of External Knowledge Reverse Flows
Original language description
Research in reverse logistics was previously focused mainly on manufacturing enterprises and on tangible reverse flows. However, with steady increasing proportion of services in GDP and with servitization of products, direction of further research in reverse logistics could aim on service sector and on intangible reverse flows, i.e. on information and especially on knowledge. The concept of gathering information from and about customers is not new and has been investigated by marketing researchers for a long time. Nevertheless, information about (dis)satisfaction of customers, their experience with products or complaints was gathered mainly in order to increase satisfaction, improve the experience or reduce the number of complaints. As one of the main purposes of reverse logistics is to reduce reverse flows, among others faulty products or services, this can be done by designing better products or services. However, companies need to obtain knowledge from customers in order to innovate products or services. Therefore, the purpose of this article is to introduce a conceptual framework the will help to analyze the current research that focuses on using knowledge from customers to reduce reverse flows. Using the designed framework, further research project will be introduced and briefly discussed.
Czech name
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Czech description
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Project
<a href="/en/project/GA16-16260S" target="_blank" >GA16-16260S: Managerial approach to reduction of reverse flows in connection to customer satisfaction and continuous improvement</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection
CLC 2016: CARPATHIAN LOGISTICS CONGRESS - CONFERENCE PROCEEDINGS
ISBN
9788087294765
ISSN
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e-ISSN
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Number of pages
6
Pages from-to
259-264
Publisher name
TANGER LTD, KELTICKOVA 62, SLEZSKA, OSTRAVA 710 00, CZECH REPUBLIC
Place of publication
Ostrava
Event location
Zakopane, Poland
Event date
Jan 1, 2016
Type of event by nationality
EUR - Evropská akce
UT code for WoS article
000476913400036

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